基本信息

国家
Indie
特伦甘纳
城市
海德拉巴
部门
Global Support
职位编号
35934

描述和要求

Provides support to customers, answering questions on function and usage of product via the telephone and/or written update inside Support Incidents.  Conveys customer feedback to product development staff.  Expected to develop a thorough knowledge of company’s products. Operates under limited supervision in a high team-oriented environment. Typically reports to the Manager, Support Operations.

 Core Responsibilities

Resolves clients' questions or problems on use of product over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.

·       Serves as the primary Support Liaison between the company and customer, resolving customer product issues focusing on achieving timely updates and resolution by utilizing analytical skills in problem interpretation, logs checking, replications and optimizing the assigned tracking system, support materials, communications channels, and tools.

·       Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as ZOOM, Teams Meeting, etc.

·       Adheres to incident management standards and always abreast of the updates on the tools and standard operating procedures.

·       Provides a high quality and professional customer experience while meeting or exceeding established KPI’s and creating quality knowledge content.

·       Develops application knowledge in specific product suite, technical environment and technologies.

·       Participates in special projects and takes on special assignments as needed.

·       24/7 on call coverage on rotation may be required.

·       Assists support analysts and serves as a resource for others as needed.

·       Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Depts. i.e. ICS, Finance, etc to insure proper handling of customer issues.

·       Focuses on developing knowledge in specific product suite or operating environments.

·       Promotes and maintains a high quality, professional, service-oriented company image among users and team.

·       Contributes information to the Support knowledge base.

·       Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

·       Provides accurate accounting of work and time allocation.

Education, Knowledge and Skills

·       Requires a Bachelor’s degree in Business Administration with a minimum of 4 years of related experience; or Master in Business Administration with 2 years’ experience or a Bachelor degree with 5 years of related experience in Manufacturing and Distribution.

·       Requires functional experience in Manufacturing and/or Product Distribution.

·       Previous Customer Service experience preferred.  

·       Relevant knowledge of System21, IBMi Server a plus.

·       Excellent analytical and problem-solving skills.

·       Excellent English (written and speaking) skills.

·       Excellent interpersonal and communications skills – must be able to provide oral and written communication that effectively articulates complex ideas.

·       Detailed oriented with attention on process and quality orientation.

·       Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc..

·       Strong organizational skills required to insure most effective and timely delivery of service to customers.

·       Flexibility required to work outside of defined role.

·       Possess ability to both multi-task and manage priorities effectively.

·       Must be available to work (Primarily) in U.K. GMT Timings from 8AM to 5PM and (periodically) U.S. EST or Asia Pacific timings from 8AM to 5PM



关于Infor

Infor是面向特定行业市场的企业提供商业云软件产品的全球领导者。Infor在云中构建完整的行业套件,并有效地部署将用户体验放在首位的技术,利用数据科学,并轻松集成到现有系统中。全球超过60,000家组织依靠Infor来帮助克服市场中断并实现全业务范围的数字化转型。 
更多信息请访问www.infor.com 

我们的价值观

在 Infor,我们努力创造一个建立于基于原则的管理™ (PBM)™ 和八项指导原则的经营理念的环境:诚实正直、守护资源和遵守法规、力求转型、有原则的企业家精神、善用知识、谦虚为怀、尊重他人和实现自我。增加多样性对于反映我们的市场、客户、合作伙伴以及我们现在和未来所服务的社区是非常重要的。br>

我们对基于PBM的文化有着不懈的承诺。PBM™植根于使自由和开放社会蓬勃发展的原则,为个人创新,改进和转型做好准备,同时培养健康,不断增长的业务,为客户和支持者创造长期价值,并充实员工。.

Infor是一个机会均等的雇主。我们致力于创造一个多元化和包容性的工作环境。Infor 不会基于候选人或员工的性别、种族、性别认同、残疾、年龄、性取向、宗教、国籍、兵役身份或任何其他受法律保护的身份而歧视候选人或员工。

在 Infor,我们重视您的隐私,因此我们制定了一项政策,您可以在 此处阅读.